In today's always-connected world, customer expectations are at an all-time high. Delivering exceptional service requires more than just responsiveness—it demands innovation. CyCX, powered by advanced AI and designed for omnichannel engagement, helps your business exceed customer expectations by transforming how you manage customer relationships and interactions.
AI: A Strategic Advantage in Customer Engagement
CyCX isn't just a contact centre platform—it's a competitive advantage. By leveraging AI, your business can anticipate customer needs, resolve issues faster, and create deeper, more personalised connections. This combination of AI, omnichannel engagement, and advanced analytics positions your business to deliver exceptional service at scale, helping you stay ahead in a rapidly evolving marketplace.
Key Benefits of CyCX
- Enhanced customer engagement across all communication channels
- Faster response times with AI-powered intelligent routing
- Increased agent productivity through automation of routine tasks
- Actionable insights and real-time data for better decision-making
- Ongoing performance improvements through AI-driven analytics and feedback tools
- Scalable and future-ready platform to grow with your business
Meet Your Customers Anywhere, Anytime
CyCX's omnichannel capabilities integrate AI, voice, chat, social media, and email, allowing you to connect with customers on their preferred platform. A unified interface and a holistic view of customer history enable your agents to build more meaningful, personalised relationships. CyCX ensures you're there for your customers when and where they need you, driving loyalty and satisfaction.
Boost Efficiency and Eliminate Waiting Times
Don't let your customers wait. With powerful workflow tools and AI-assisted & CRM-enabled smart routing, CyCX instantly directs customers to the best-suited agent, improving first-contact resolution and reducing wait times. The platform's workflow and CRM integration further optimise the customer journey, allowing your agents to be more responsive and effective.
Enhance Customer service with AI-Powered Automation
AI isn't just a tool—it's a catalyst for growth. By automating routine tasks, CyCX allows agents to handle multiple calls and interactions simultaneously, eliminating delays and awkward pauses. This efficiency gives your agents more time to focus on high-value tasks, such as nurturing customer relationships and driving revenue. Automated workflows also ensure consistent follow-ups and proactive service, leading to increased conversion rates.
Leverage Real-Time Data to Make Smarter Decisions
CyCX's AI-powered insights and real-time data allow you to instantly monitor performance and adjust your strategy.
With customisable dashboards that display key metrics such as service levels, customer satisfaction, and agent performance, you have all the information you need to make data-driven decisions. Intelligent bots work behind the scenes, tracking service quality and alerting you to issues before they impact customer satisfaction.
Smart Contact Center Agent Interface
Streamline your customer service and empower your agents with CyDesk, running in a browser or optionally integrated with Microsoft Teams. This is the powerful agent interface for the CyCX AI-powered contact centre. CyDesk unifies communications, integrates CRM, and provides AI agent assistance to enhance efficiency and personalise every customer connection. With presence tracking and our interactions view giving a centralised view of all customer touchpoints, your agents are empowered to deliver seamless, responsive service that improves satisfaction and operational flow.
Real-Time Analytics & Dashboards
Gain a competitive edge with CyCX's live, customisable dashboards that offer an instant pulse on your contact centre's performance. Track key metrics like call volume, agent productivity, and customer satisfaction in real time. Deep dive into tailored reports that transform data into actionable insights, driving efficiency and superior customer experiences.
Customer Satisfaction Surveys & Agent QA
Stay ahead of customer expectations with CyCX's automated CSAT and QA surveys. Triggered after every customer interaction, these surveys provide immediate feedback and insights. AI-powered quality assurance reports streamline agent performance evaluations, using predefined criteria to ensure every interaction meets your high standards. Cytrack aligns your team with what matters most — customer satisfaction and service excellence.
Voice Recording, Training, & Compliance
Take training and compliance to the next level with CyCX's comprehensive voice recording features. Choose between on-demand or full-time recording, paired with powerful transcription and sentiment analysis capabilities. Seamlessly integrated into our Call Steps reports, you have access to the entire customer journey in one place.
AI-Powered Voice Analytics
Boost your team's performance and recorded conversations with AI-driven voice analytics that transcribe every call, assess sentiment, and identify key discussion points. Effortlessly audit calls, resolve disputes, and ensure compliance while unlocking deeper insights. AI-generated call summaries and keyword searches make it easier than ever to spot trends and fine-tune your service quality, all while improving customer satisfaction.
AI-Powered Chatbots & Agent Assist
Supercharge your customer service with CyCX's AI-powered chatbots that handle customer inquiries 24/7. These intelligent bots provide instant, accurate responses, reducing wait times and freeing up your agents for more complex tasks. Seamlessly integrated with your CRM, they deliver personalised support and can escalate issues to a human agent.
Agent Assist empowers your team by providing real-time AI recommendations during live interactions. From suggesting answers to frequently asked questions to offering insights based on customer questions, Agent Assist ensures your team responds faster and more accurately. With AI on their side, your agents are equipped to handle even the most challenging queries with confidence and precision.
AI Assistant as Your Front Desk
Introducing CyCX's AI Assistant — your virtual front desk that can answer and assist calls with the efficiency and professionalism of a human agent. This intelligent AI-powered assistant greets customers, handles routine inquiries, directs calls to the correct department or individual efficiently, and even sends forms and documentation via SMS or WhatsApp. Whether it's scheduling appointments, answering FAQs, or providing important information, your AI front desk works 24/7 to ensure no call is missed.
This powerful virtual receptionist reduces wait times and allows your human agents to focus on high-value tasks, ensuring a smoother, faster customer journey from the first interaction. The AI Assistant can escalate more complex queries to a live agent whenever needed (ensuring via our Agent Assist that the agent has all the conversation details so far, ensuring every customer is handled with care and precision.)
Microsoft Teams Integration (optional)
Take your contact centre to the next level with CyCX's native Microsoft Teams integration. Real-time dashboards, reports, and alerts are embedded directly into the tools your team uses daily. High-priority notifications and performance alerts ensure you never miss a critical moment. It's more than just communication; it's intelligence in action.
With CyCX fully integrated into Microsoft Teams, agents can manage every aspect of customer interaction from one centralised platform. From seamless call handling to instant CRM screen pops, CyCX ensures agents have all the tools they need to deliver personalised, context-rich support from the first hello. No more juggling between systems — just more thoughtful, faster service.
CyCX Connect™ goes beyond traditional ACD systems providing you an array of communication channels such as Voice, SMS, Email, Fax, Web Chat, Web Call-back, Call back in Queue and Social Media connections meaning you can connect on any level.
Quality customer service for every business
The CyCX Connect omnichannel contact centre technology offers a world class customer experience solution whether you are a team of just two or a large enterprise group. Whether you are in one office, various geographical locations or utilising remote workers, you can now offer the key requirements for successful and modern customer experience.
- Professionally manage customer communication
- Ensure calls are directed to the best person for the job
- Give your customers the options they expect
- Ensure staff always have the right information
- Measure results
Customer experience is the new currency of power
Many products are commodified, meaning profits are harder to make by simply focusing on price. However, by improving customer experience, businesses can differentiate themselves. A company with effective customer experience strategy and technology will therefore rise above the competition and become the go-to business for today's ever more discerning customers.
Spending is geared heavily towards marketing, and for this reason, companies often fail to budget effectively for the development of their customer experience. With power shifting to consumers and therefore to the companies that earn their loyalty, customer experience really is the new currency of business.
"Your Call" really has become important
It's the all centre cliché: "your call is important to us, please continue to hold and we will answer your call as soon as possible". However, behind this original (and overused) queue message is a core principle for any successful business - your customer's call really is important!
When a customer takes the time to contact you, whether by voice call, SMS, email or social media, it is a rare opportunity to build loyalty. By offering a true omnichannel choice in how they communicate with your business, giving them relevant information and making better use of your support staff through intelligent routing, you can capitalise on this connection and let your customers know their call really is important to you.
Update availability status
Users can quickly and easily update their status to any one of the options pre-defined by the administrator. CyDesk displays the status of other users and how long they have been away.
If a user wishes to contact another user who is currently unavailable, they can set an alert to identify when they become available.
Measure your key business metrics
CyReport is integrated into CyCX Connect and offers powerful reporting tools for system performance, service levels, grades of service and team evaluation. Because what gets measured, gets managed.
- Measure staff efficiency to improve productivity & customer service
- Automatic Scheduling of reports to print, email or file (CSV, PDF, Excel)
- Multi-user and multi-site support
- Account Code tracking for project/Item Billing
- SQL database architecture & SQL Reporting Services reports architecture
- Powerful Carrier Tariff interface
- Directory and Information Services
Powerful supervisor monitoring tools
Due to the flexible web based architecture, supervisors can log in and monitor their teams from anywhere using the powerful tools integrated into CyDesk.
Supervisors can see a log of all the calls made or taken by each agent and when used in conjunction with CyRecord, individual calls can be played back at the click of a button.
Conversational AI powered contact centers enable better agent and customer experiences
Our CyCX Chat Agent Assist with AI supports and complements your human agents. Whatever the communication channel (WhatsApp, SMS, or CyCX live chat) used for customer support, the information an agent needs to serve the customer is delivered to their screen instantaneously, without them having to search for it.
CyCX Chat Agent Assist also provides additional resource capability to complement human agents, providing customers with a personalized, quick and accurate service at scale, when and where the customer wants. Our conversational AI powered agent understands humans, is available 24x7, and is able to respond to customer queries faster than any human is capable.
The perfect blend of virtual and human agents
- The right information is provided automatically to the agent when they need it
- Automatic triggers for handover to a human agent with agreed rules.
- Complete conversation history handover from virtual agent to human agent
- Agents focus on high value and rewarding interactions, with automation taking care of repetitive time consuming requests
- Virtual Agents are always online to assist customer (24x7)
- Human agents automatically presented with responses found in virtual agent knowledge base as customers ask questions
- Agent empowered with options to either respond with answer suggested, edit answer or provide different answer
CyCX Attendant AI
Talk less achieve more
Cytrack's AI Attendant and WhatsApp assistant, that will boost your business, increase customer happiness and reduce time spent on calls, freeing your agents to focus on complex jobs.
- Serve longer, staff smarter
Automatically provide 24/7 service hours, tackle queries anytime, and boost customer satisfaction - Minimize daily stress and friction
We manage calls, eliminating interruptions and efficiency loss, so you can excel in your business. - Never miss a sale again
Every missed call is potential lost revenue. Answer every call, seize every lead, and instantly boost your bookings. - Simplify your business workflow
Effortlessly connect to your vital tools - booking software, CRMs, Office 365, Google Calendar,and more.
The AI Attendant that lets you focus on what's important.
Integrating CyCX Connect with your existing technology
We understand that you have made significant investments into your business intelligence and communication systems which is why our award winning solutions seamlessly integrate into your existing technology.
Microsoft Active Directory
Microsoft Azure
Google Chrome
Digium
Microsoft Edge
Ericsson LG
Microsoft Exchange
Microsoft Lync
Mitel
Microsoft SQL Server
NEC
Microsoft Office
Samsung
Siemens
Make the CyCX Connect solution your own
Every business has unique needs and business processes for competitive advantage and quality service. For this reason, Business Process Automation (BPA) and Communication Enabled Business Processes (CEBP) are at the heart of our advanced fit and customisation solutions.
Cytrack products offer inbuilt tools to meet your businesses individual requirements. Alternatively, you can work directly with our R&D team to create truly specialised applications tailored to work within your specific IT strategy and architecture.
A modular suite of customer experience applications to suite your business
Cytrack products are a modular range of customer experience applications enabling you to pick and choose what works for you. These can be delivered individually or integrated together for a complete business solution.
Our customer experience technology experts are available to answer your questions and help you find the right configuration for your business.